Help Desk Supervisor; B275525-1 Support Services

Under the direction of the Support Services Division Manager, the Help Desk Supervisor manages the Help Desk's staff and operations. This includes prioritizing and assigning tasks, managing tickets, ensuring service level agreements are met, and coordinating cross-division efforts to resolve end-user requests. The supervisor conducts performance evaluations and trainings, maintains a safe working environment, an participates in hiring, termination and disciplinary recommendations.

The supervisor also creates and maintains a climate of continuous improvement by proactively identifying opportunities for service improvements and internal efficiencies and regularly generates productivity and performance reports to support process improvements. The Help desk supervisor must assist Help desk staff with inbound phone calls during peak periods or major incidents when call volume is high and may participate in an on-call rotation as needed.

This position requires strong technical expertise, proven leadership ability, and a strong customer-service orientation.

• Manages the daily activities and directs the work help desk staff, which includes conducting performance evaluations, participating in hiring, termination, and disciplinary recommendation, and developing team members through ongoing coaching and training.
• Monitor's the City's Help Desk work-order system to prioritize and assign tasks to Help Desk staff or other Information Services Divisions, requests support escalation when necessary, and ensures that service level targets are met.
• Improves Information Technology first-level support processes (i.e., ticketing, escalation paths, documentation, and management of the workorder system) by monitoring user feedback and service trends and generates Help Desk productivity and volume reports to analyze issue trends and identify process improvement opportunities including the development of standard operating procedures. This work promotes a culture of accountability, responsiveness, and continuous improvement.
• Ensures that the Help Desk provides exceptional customer service by serving as the key point of contact between the support team and other Information Services Divisions and/or City Departments staff, maintaining effective working relationships with customers with a focus on customer satisfaction and business continuity.
• Participates in special projects as assigned which includes attending project meetings to discuss timelines, milestones, priorities, and budget matters.
• Coordinates with hardware, software, and service vendors on procurement, licensing renewals, and contract or support issues affecting Help Desk Operations.
• Administers the department's Help Desk ticketing platform, including configuring user permissions and workflow queues, and applies incident problem, and change management practices to resolve issues and prevent recurring outages.
• Assists with inbound phone calls and emails at the Help Desk during peak periods or major incidents and participates in the on-call rotation as needed.

• Knowledge of supervisory principles, including performance management and progressive discipline
• Knowledge of applicable City personnel policies, procedures, and civil service rules.
• Knowledge of Information Technology service and ticketing management systems and workflows.
• Knowledge of service level agreements and escalation procedures.
• Knowledge of Information Technology service management and process improvement methodologies.
• Knowledge of the organizations structure and service offerings.
• Knowledge of basic project management skills (timelines, milestones, and deliverables).
• Knowledge of departmental budget processes.
• Knowledge of Help Desk/ITSM ticketing platform administration, including user permissions and workflow configuration.
• Knowledge of incident, problem, and change management practices.

• Ability to make sound, independent decisions regarding staffing, discipline, and daily work assignments.
• Ability to display strong leadership skills and the ability to coach, mentor, and develop staff.
• Ability to build and maintain effective working relationships with others.
• Ability to quickly triage and resolve or elevate incoming issues.
• Ability to perform effectively under pressure during high call volume.
• Ability to communicate clearly both technical and non-technical staff.
• Ability to willingly participate in an on-call…